ComplaintsforMile Hi Services

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Mile hi services continuously harasses us to pay a bill for services that were never rendered by email, phone, and text. Mile hi was asked to perform lawn aeration, fertilization, and seeding. The aeration was performed, but was performed so poorly that we had to hire another contractor to redo it. Fertilization and seeding was never performed. **** hi was contacted about the issue and informed 2/3 services were never rendered and the other was performed poorly. They stated they could not come back out to correct the job in a timely fashion so we had to hire another contractor to perform the work. Mile hi continued to harass us for a bill for services that were either never rendered or performed so poorly they had to be redone by another company. I have recently contacted them again to stop the harassment. They offered to reduce the charges to just the aeration, which I would happily pay if they could have come out to fix it in a timely fashion and I didnt have to hire another company to redo it. Multiple calls were made in April and May which mile hi states they have no record of. Initially the calls were to redo the aeration and perform the fertilization and seeding. After they could not come out in a timely fashion and we had to contract another company to perform the work we asked them to remove the bill. They continue to harass us for payment.

  

  Business response

  09/03/2024

  Hello *******,

  We are disappointed to hear this was not resolved when the incident occurred. Last week was the first time management had been alerted of your issue. We recently attempted to provide a resolution by offering free follow-up service, however you declined. Your invoice was cleared after the communication we had with you last week. You will not be receiving any further collections from us. We pride ourselves in our service standards, and by no means do we intend on having our customers pay for ******************** they are not happy with. I wish we would have had the opportunity to resolve this back in April. 

  Best Regards,

  -Mile Hi Services

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am sad that it required contacting the BBB to resolve the issue and nullify the invoice.  I sincerely appreciate the BBB help in this matter.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I mistakenly decided to give ****** Services another opportunity to aerate my lawn. I called and set up for our lawn to aerated this year on 3/22/24. We received 18" of snow 6 days prior to the scheduled time, so on 3/21/24 I called and asked it they were still planning on coming the following day. I was told they indeed were coming. So due to our yard facing north, I had to shovel the entire front yard of the remaining snow so they could aerate it. I had scheduled another company to come and over-seed a specialty grass, and put down compost topper for the next day 3/23/24. At 4:50 PM we've not heard from ******, I call them to ask where they are? The lady (****** or *******) tells me that their tech had gone to ****** instead of Centennial to try and find our house, and this was our fault as they'd sent a confirmation email (which included our address). She went on rudely inform me that they would not be coming until next week now. When I informed her WE DID reply to their confirmation email that they had put in the wrong city and we were in Centennial, she got all pissy and said the best should could do was have them come Monday 3/25/24. Frustrated, we agree and had to call the other companies coming to reschedule them for 3/26/24. The evening of 3/24/24 we receive a call from MileHi confirming they we are scheduled for the following day. So again we wait, and wait, and wait. And yep you guessed it, they did show up! Interesting I get call from MileHi around 5:30 pm the following day asking for my neighbor. It was (******/******) trying to sell them services and had used my cell number. When I tell her who she called and that they had yet again not showed up, she told me I was now scheduled for 3/28/24, of which I replied to her, when were you gong to tell me this? When were you going to let me know your company didn't show up yet again? She again got all pissy and informed me that she was canceling the appointment and then hung up on me!

  

  Business response

  04/04/2024

  Thank you so much for taking the time to let us know how we are doing. Yes, we did plan on aerating on your original date of 3/22/24, as we were waiting to see if it would indeed snow (sometimes the forecasters get it wrong). We ended up actually getting up to 3ft of snow in some areas. So we had to reschedule your service twice, due to snow. I know weather delays can be so frustrating, and I know when we spoke you were indeed frustrated by the delays and I completely understand. Unfortunately, we just cannot aerate in snow, it is not beneficial at all. Again, so sorry that we had to reschedule you twice after that ginormous 3 footer snowstorm. But in regards to the treatment you received when you were expressive with your frustrations, is very unacceptable. I understand you were very frustrated with the delays but it is our responsibility to try and be compassionate and understanding when customers express their frustrations and from the way you tell it, that is not at all what happened. We will certainly address your claims and take appropriate action in correcting this within our customer ********************** department. Again, I thank you for taking the time to let us know about your experience. It is feedback from customers that helps us to make positive changes and do better. Feel free to contact a manager at anytime to discuss. Thank you.
  

  Customer response

  04/04/2024

   
  Complaint: 21495116
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****/*************************/*********

  Yet again MileHi services does not communicate truthful or factual information. Our initial scheduled date, as indicated in the complaint, was 3/22/24 and it did not snow until late into the evening/early morning hours.  So weather had absolutely no part in their not showing up. Continuous lies and not taking any responsibility. Then the 2nd time they were supposed to come it indeed snowed a couple inches, However, the evening prior they called to confirm they were coming the next day. Again they did not show up!! Worst company Ive had to deal with! Always pointing the finger at the customer for blame instead of apologizing for their mistakes and quickly trying to rectify. Rude customer, hangs up on customers, no shows, endless unsolicited sales calls after requesting to be taking off their list and ZERO accountability from management!! Run, dont walk, away from this company. What a joke! 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company uses robocallers.

  

  Business response

  11/03/2023

  I am so sorry to hear you are not happy with our we contact our customers. We ONLY contact customers we have  a previous business relationship with, and if you would like to be taken off this list, just call ************ and they would be happy to accommodate your request. We never want to contact a customer who does not want to be contacted. I'm sorry that has happened to you. NOTE: By contacting a business first, it allows the company an opportunity to correct any potential BBB complaint. Thank you.. (BBB Note: You should make this a requirement, to contact a business first)

  Customer response

  11/03/2023

  I have previously request that they do not contact me.  Every couple of years it comes up and now they're robocalls.  Nothing gets the feeling of being unimportant by not even picking up the phone themselves.

  Customer response

  11/30/2023

  They should be able to remove me from their list.  And they should quit using robocalls.  The fact that I have to CALL them to complain about them calling me, because they don't have people calling me is absurd.  We can close this as I don't feel I'll get the desired resolution.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2022, my parents hired Mile Hi services to perform a sprinkler blowout at their address (approximately $80). Mile Hi services responded out and completed the blowout, however, the backflow preventer valve was not drained as a part of the blowout. The still water in the backflow preventer valve froze over winter and caused damage to the backflow preventer valve. I contacted Mile Hi services in April and spoke with ******* (manager) regarding the damage. ******* argued that her company was not responsible for the damage but eventually agreed to reimburse upon completion of repairs. ******* recommended multiple companies to compete the repairs, but none actually agreed to respond and complete the repairs. We then contacted a third party company who responded and completed the repairs ($175) but did not provide a receipt for the work. We have contacted the third party company multiple times since then and are not getting any responses. I talked to ******* again today and she told me her company will not reimburse for the repairs without a receipt for the work. It should also be noted that over the last 6 months of communicating with *******, she has promised to call me back several times to update me on the issue and failed. I waited a month or longer multiple times after being told I would be contacted by ******* which was not true.

  

  Business response

  10/02/2023

  I'm very sorry to hear we had a BBB complaint from this customer. The customer was advised IN WRITING IN BOLD PRINT that we do not go inside the home and drain the backflow, the customer has to do this. Even though we are not responsible for the damage, since the customer did not drain the backflow, I have kindly offered to pay for half of the repairs. I have gone back and forth with the customers son on this trying to resolve. In order to issue the refund, I have to have a receipt. It is not an unreasonable request, a receipt for reimbursement. I'm sorry to hear the third party company they used is not cooperating with them, but OUR COMPANY has continued to offer assistance with this repair. I think the BBB complaint should be the company refusing to give a receipt, not the company trying to help resolve. I hope 3rd party company comes through for the customer. I will keep the refund request valid for another 10 days from today (10/2/23) in an attempt to resolve this.

  Customer response

  10/02/2023

   
  Complaint: 20686765
  
  I am rejecting this response because:
  As I've already stated, I have attempted to get a receipt multiple times and have been unsuccessful. I have also sent ******* multiple pictures showing the damage caused by the lack of a proper sprinkler winterization.
  Sincerely,
  
  *************************

  

  Business response

  10/04/2023

  I hope the company you say you used comes through with your receipt. You might report them to the BBB.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Mile Hi Aeration for aeration and sprinkler blowout once ~7-8 years ago. They have been harassing me ever since with marketing phone calls/texts. I have asked them to remove me from their list several times but they continue to call/text. This is a predatory company that harasses customers. I will never use them again.

  

  Business response

  08/07/2023

  I'm very sorry to hear you are no longer interested in our services. It looks like we last provided aeration in October of 2018, which is why we were giving you a courtesy call. I do see you talked to a live person in May and they put the number you provided to the BBB on our do not call list. We never want to bother a customer that does not want to be bothered, and I appreciate you letting us know. Should you change your mind and want service, just give us a call at ************, we are always happy to help. We appreciate all the years of doing business together and we wish you the very best.

  Customer response

  08/08/2023

   
  Complaint: 20419069
  
  I am rejecting this response because they are not accurate and have not resolved the issue. I have asked to be removed from the list MULTIPLE times, not just in May. But if they are only willing to acknowledge the May request, why have I been called in July and August?

  
  Sincerely,
  
  *****************************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I requested service for my lawn. I explained to **** that I had a tree removed and I needed aeration, reseeding, and fertilizing my yard. They came out and serviced my yard. I called yesterday to ask some questions about the weeds in my lawn and how long it will take for the grass to start growing in the bare area. I was told by another person that they do not reseed the bare areas. She then transferred me to **** since he helped me when I first called. He put me on hold and verified with his supervisor that the people do not reseed the bare areas only the areas with grass. This information was different then what he told me. I shared this frustration with him and that I was clear when I called to set up the service of what I needed. He repeated the same information again. I stated that I spent money for nothing. He then proceeded to tell me that he could leave a message for his supervisor but she was too busy to talk to me. I let him know that he could share with her that I would be reporting then he tried telling me that he could try to see if his supervisor could talk with **** received a notification from my *** on the bare spot. I was trying to stay ahead of dealing with the *** but now I do not have anything positive to share with them.

  

  Business response

  08/07/2023

  I apologize for the misunderstanding regarding our overseeding service. We always want our customers to be as informed as possible in regards to the services they are ordering. For clarification, we provided overseeding, which is a regular seeding maintenance you want to do a couple of times a year. It means to seed over existing grass. If you have bare spots, you would want to plant new grass in that area, which is a different process than overseeding. Keep in mine, the overseeding process we provided is always necessary, so no money was wasted. The service we provided, and if done regular, will help prevent bare spots. I went ahead and issued a refund on the overseeding service since there was confusion on what the customer was ordering. I highly recommend customer continues to overseed existing grass to maintain a nice, healthy, thick **********.  I hope this information helps you as well as others.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They were hired to aerate my lawn and scheduled to do this before I left out of town for the weekend. They arrived late so I was unable to see the finished job. When I came home, I discovered that they left the water on full blast on my outside faucet. My water bill was huge. I tried to contact them with no response. Finally when I called they basically said "that's a shame" and did nothing. Now, 4 years later, they still constantly call and email me asking for business, even though I've opted out of communications from them.

  

  Business response

  06/20/2023

  I thank you for letting us know how we did back in 2014. First, I want to apologize for your negative experience with our service and that you did not get the resolution you were looking for. i was able to pull up your account and take a look at the notes.  Your service took place on 4/23/2014.When you contacted us about your situation, you and I spoke. I apologized to you and said when you get your water bill, let us know so we can see exactly how much the difference is so we can compensate you. I did not hear back from you. On June 18, 2014, I left a vmail asking for a follow up, still did not hear back from you. I apologize if you felt our attempt at resolving your claim was unnoticed or shrugged off or that we did not care, we do. I have not spoken with you since then, but I can see you are still upset about it, and I don't blame you. Again, my apologies for what happened in 2014, if there is anything I can do to help with this, please let me know. I wish you nothing but the very best.

  Customer response

  06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested window cleaning services on 4/28 to be completed on 5/1. We received an e-mail on 4/30 confirming our appointment for 5/1. The e-mail states:Hello this is ******* with Mile Hi. I am just emailing to remind you that we have you on the schedule for tomorrow for Windows w/RainX, for service address: ****************************************************************** Because each service takes a different amount of time to complete, it is impossible to give a specific time of arrival. Thank you for your continued business! We'll see you tomorrow!On the day of service, 5/1, I had called around 1:15pm to let them know the crew had not shown up and I have errands to run, but the back gate is unlocked and I'll be home shortly if they need anything and they have my cell number. The woman I spoke with said she would notate the account and let the crew know, but it does appear that we are on one of the later time slots in the day. I have not seen nor heard from Mile Hi Services since writing this complaint.

  

  Business response

  05/23/2023

  I am so very sorry for the delayed appointment. I know for the last two weeks we have had numerous rain delays. Please contact customer ********************** at ************ and they can absolutely get someone out there for you. Again, my apologies.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called on 10/24 to schedule irrigation blow out. Scheduled for 11/8.Canceled on 11/7 as it was done already by someone else They showed up and did no service After getting a bill, I called and they agreed to cancel - no issue.12/11 - billing me again for same service. Now trying to get 20 bucks for a service that did not happen. Called to speak to manager or owner. Got a threat from ******* on my credit. Thus, you now have this email.I have all.emails.

  

  Business response

  12/13/2022

  This is a case of miscommunication and have tried to resolve this with the customer.. It appears the customer double booked with two different companies and forgot to notify us until the night before. Customer cancelled at the last minute via email the night before the service, which we did not receive until later the day of service. The email autoreply notifies customers to call customer ********************** at ************ if they need to change their appointment or cancel so we can notify the tech. That did not happen. When I did receive the email, the tech states he had already done the work. I have a picture of our hose laid out on the lawn with a sign in the yard. The work was completed. In an attempt to resolve the issue, I discounted the service from $85 to $20. THAT IS A $65 DISCOUNT. I understand people get busy, but the customer stated he had it done weeks prior, so he had plenty of time to call us and cancel. We did provide the work, I provided a picture showing that and discounted the service. Our $20 settlement offer will last 10 days from today. 

  Customer response

  01/17/2023

  THIS IS NOT RESOLVED
  
  I just saw the responses ........ paying 20 dollars for no services on a canceled call is not acceptable and I continue to receive daily emails 
  
  I need the harassment to stop
  
  Their entire motiver is to get something for nothing 
  
  This is not professional nor acceptable  
  
  Fraudulent company please re open and IT IS NOT RESOLVED AT ALL!
  

  
  

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/28/22, I hired Mile Hi Services to aerate, fertilize and overseed my yard. On the day of service (5/6/22), an employee of Mile Hi came to my house and aerated and fertilized the yard, but did not lay down any seed. Immediately after the employee left, I called Mile Hi and spoke to an employee named ******* who blew off my complaint that seed was not laid, and said I wouldn't be able to see the seed because I would need a magnifying glass. After our call I found a magnifying glass and inspected the yard in about 10 different locations and found that in fact, absolutely no seed was laid. I emailed the company to ask for them to reschedule the overseeding and complete the service I paid for, however no one responded to my email. Then I called Mile Hi back and again spoke with ******* who was exceptionally rude and disrespectful and did not take my complaint seriously.

  

  Business response

  05/16/2022

  I am very sorry to hear that the seed was not properly applied at the initial visit. I will look into how this was handled on your initial call with ******* the response you received is not acceptable and I apologize. I seed you spoke with a manager, *****, he sent someone back out on 5/12/2022 to properly apply the grass seed. I hope you the second technician we sent out did an adequate job of providing the overseed. I thank you for taking the time to provide your feedback and allow us the opportunity to correct our mistake.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩